Team Leader Customer Experience

2 weeks ago

Adelaide, Australia City of Burnside Full time

Applications closing on 02 October 2025, 05:00 PM

Are you passionate about delivering an exceptional customer experience and leading a high-performing team? We’re looking for a dynamic Team Leader – Customer Experience to drive strategic improvements and champion a community-focused service culture across the City.

In this pivotal role, you’ll lead a dedicated team, collaborate across departments, and influence service delivery that puts our community first. You’ll be a change agent, driving innovation, continuous improvement, and excellence in customer service.

Key Responsibilities

- Lead and support the Customer Experience team to deliver high-quality, first-point resolution service.
- Resolve escalated customer issues and complaints with empathy and efficiency.
- Drive strategic initiatives and continuous improvement in customer service delivery.
- Oversee daily operations including rostering, cashiering, and CRM system management.
- Analyse customer feedback and performance data to inform service enhancements.

What You’ll Bring

- Proven leadership experience in a customer service or contact centre environment.
- Strong communication, conflict resolution, and stakeholder engagement skills.
- Strategic thinking and project management capabilities.
- A flexible and solutions focussed approach allowing you to see the ‘bigger picture’ while also zooming in on the detail.
- A growth mindset with a passion for delivering outstanding customer experiences.
- Proficiency in digital tools and CRM systems.
- Experience in Local Government (beneficial but not essential).

This position is offered as a permanent position on a full-time basis, classified at Level 6 under the City of Burnside Administration Employees Enterprise Agreement 2023.

As part of our team, you will have the opportunity to work with an amazing, supportive team, a beautiful area to contribute to, flexibility, a great culture and the knowledge that you are improving the quality of life for people who live, work and visit our Council area. A great place to work We strive to build a diverse, inclusive workforce that reflects our community and encourage applications from any background and ability.

For initial enquiries, please contact Ashleigh King, Group Manager People and Innovation on 8366 4114. A copy of the position description can be obtained from Council’s website www.burnside.sa.gov.au .

If you need any adjustments to be made to the recruitment process or if you would like to discuss accessibility requirements, please email jobs@burnside.sa.gov.au

If you’re ready to join our team, have the skills and experience, please submit an application in PDF format including a cover letter and CV by email to jobs@burnside.sa.gov.au quoting ref no 22/25.

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